Client details:
Industry: Airlines
HQ: Mahe, Seychelles
Service: Low-code Application platform
Revenue: $ 45M +
The background
Our client, a prominent player in the Seychelles tourism industry, is renowned for delivering exceptional services to their guests. A member of the esteemed Star Alliance and partially owned by the largest commercial airlines from the Middle East, our client is committed to upholding the highest standards of aviation excellence.
Our client has received numerous prestigious awards and certifications, underscoring their commitment to guest satisfaction and adherence to superior aviation standards. Notably, they have been honoured with the coveted title of ‘Indian Ocean’s Leading Airline’ at the esteemed 29th edition of the World Travel Awards. Additionally, they have garnered recognition as the ‘Indian Ocean’s Leading Airline Business Class,’ ‘Indian Ocean’s Leading Cabin Crew,’ and ‘Indian Ocean’s Leading Airline Lounge.’
Their challenges
The Client, whose primary source of revenue relies on facilitating connecting flights, aimed to streamline the management of joint promotional activities and handle various commercial gestures such as fare rule waivers, ground services, upgrades, and free-of-charge (FOC) offers. To achieve this, they had been utilizing a legacy CRM solution. However, due to specific functional requirements and budget constraints, the client began exploring alternative CRM platforms.
To ensure effective decision-making, each commercial gesture was carefully evaluated on an individual basis, catering to General Services Administrations (GSAs) or individual Clients. These gestures underwent a meticulous and multi-staged approval process, with the level of approval ranging from managers to the Vice President. Maintaining comprehensive records of all extended offers was crucial for the client, as it directly impacted the company’s overall sales performance.
The data collection process presented challenges due to the fragmented nature of data spread across multiple channels, including emails, WhatsApp, phone calls, and manual record-keeping using pen and paper. This resulted in problems such as siloed data, disorganized sources, and difficulties in auditing and processing requests.
Our Solution
Psiog conducted an in-depth analysis of the Client’s situation and identified the challenges they were facing. Recognizing the significance of implementing a structured system to replace the current disorganized data recording process and enhance the traceability and visibility of Client data, the team developed a comprehensive understanding of the requirements. They also acknowledged the importance of incorporating notifications for progress tracking, role-based access control, and reducing approval lead time.
After a thorough evaluation of various options, the team determined that Creatio, a Low-code/no-code BPM platform , was the most suitable solution that aligned with the Client’s budget and functional needs. The sales team module in Creatio was specifically chosen due to its extensive capabilities, including a robust business process engine, a highly customizable platform, automated notifications and approvals, and an intuitive user interface that would ensure widespread user adoption.
Furthermore, the team emphasized the benefits of implementing Creatio, such as its ability to expedite time-to-market and provide valuable data insights for informed decision-making. Creatio’s distinguishing factors, such as streamlined data migration, a flexible licensing model, and ensuring data integrity across the organization, made it an ideal choice to meet the Client’s specific requirements.
The Impact
– 60% Reduction in Turnaround time (TAT)
– 6-8 Weeks Go-to-Market (GTM)
– 90% User Adoption
– 60% Reduction in TCO (Total Cost of Ownership)
*As opposed to popular tools in the market
